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City of Seattle UCSS RFP

City of Seattle

Request for ProposalRFP No. SPU-4540

TITLE: Utility Customer Self Service Portal (UCSS) Solution Implementation

Closing Date & Time: 10/4/18 3:00 PM PST

Table 1: Solicitation Schedule

Event DateRFP Issued August 13, 2018

Pre-Proposal Conference August 30, 2018, 10:00 AMSee Location and Remote

Access Information in Section 10.2

Deadline for Questions September 20, 2018Sealed Proposals Due to the City October 4, 2018 3:00 PM PST

Software Demonstrations / Interviews Week of November 5, 2018*Announcement of Successful Proposer(s) November 28, 2018*

Anticipated Contract Agreement December 21, 2018**Estimated dates

The City reserves the right to modify this schedule at the City’s discretion. Notification of changes in the response due date would be posted on the City website or as otherwise stated herein.

All times and dates are Pacific Time.

PROPOSALS MUST BE RECEIVED ON OR BEFORE THE DUE DATE AND TIME AT THE LOCATIONS SHOWN IN SECTION 10.8.

MARK THE OUTSIDE OF YOUR MAILING PACKAGE INDICATING RFP# SPU-4540:

NOTE: By responding to this RFP, the Proposer agrees that he/she has read and understands the requirements and all documents within this RFP package.


Contents

1. INTRODUCTION.......................................................................................................................................................5

2. PURPOSE....................................................................................................................................................................5

3. BACKGROUND..........................................................................................................................................................6

3.1.1 Seattle City Light Background.........................................................................................................................63.1.2 Seattle Public Utilities Background.................................................................................................................63.1.3 CIS Background...............................................................................................................................................6

4. OBJECTIVES..............................................................................................................................................................7

4.1 IMPROVED CUSTOMER EXPERIENCE.....................................................................................................................74.2 CUSTOMER EXPERIENCE FLEXIBILITY..................................................................................................................74.3 SINGLE SIGN-ON ACCESS......................................................................................................................................74.4 DETAILED BUSINESS OBJECTIVES.........................................................................................................................74.5 PRIME CONTRACTOR APPROACH..........................................................................................................................84.6 MINIMUM QUALIFICATIONS..................................................................................................................................8

4.6.1 Part A Proposals..............................................................................................................................................84.6.2 Part B Proposals..............................................................................................................................................8

5. MANDATORY BUSINESS AND TECHNICAL REQUIREMENTS...................................................................8

5.1 BUSINESS REQUIREMENTS....................................................................................................................................85.1.1 Requirement Categories...................................................................................................................................85.1.2 Business Requirements Part A & B.................................................................................................................9

5.2 TECHNICAL REQUIREMENTS.................................................................................................................................95.2.1 Technical Assumptions.....................................................................................................................................95.2.2 Technical Requirement Categories................................................................................................................105.2.3 Technical Requirements Part A & B..............................................................................................................10

6. MINIMUM LICENSING AND BUSINESS TAX REQUIREMENTS................................................................10

6.1 SEATTLE BUSINESS LICENSING AND ASSOCIATED TAXES..................................................................................106.2 MANDATORY STATE BUSINESS LICENSING AND ASSOCIATED TAXES...............................................................11

7. STATEMENT OF WORK.......................................................................................................................................11

7.1 STATEMENT OF WORK........................................................................................................................................11

8. INDEPENDENT CONTRACTOR AND CITY SPACE REQUIREMENTS.....................................................12

9. BACKGROUND CHECKS......................................................................................................................................12

9.1 BACKGROUND CHECKS AND IMMIGRANT STATUS.............................................................................................12

10. INSTRUCTIONS TO PROPOSERS..................................................................................................................12

10.1 PROPOSAL PROCEDURES AND PROCESS..............................................................................................................1210.1.1 Communications with the City...................................................................................................................13

10.2 PRE-PROPOSAL CONFERENCE.............................................................................................................................1310.3 QUESTIONS..........................................................................................................................................................1410.4 CHANGES TO RFP/ADDENDA..............................................................................................................................1410.5 BID BLOG............................................................................................................................................................1410.6 RECEIVING ADDENDA AND/OR QUESTION AND ANSWERS.................................................................................1410.7 PROPOSAL SUBMITTAL INSTRUCTIONS...............................................................................................................1410.8 PROPOSAL DELIVERY INSTRUCTIONS..................................................................................................................15

10.8.1 Late Submittals.........................................................................................................................................1510.9 NO READING OF PRICES......................................................................................................................................1510.10 OFFER AND PROPOSAL FORM.........................................................................................................................1510.11 NO BEST AND FINAL OFFER...........................................................................................................................1510.12 CONTRACT TERMS AND CONDITIONS.............................................................................................................1610.13 PROHIBITION ON ADVANCE PAYMENTS..........................................................................................................1610.14 PARTIAL AND MULTIPLE AWARDS.................................................................................................................1610.15 PRIME CONTRACTOR......................................................................................................................................17

City of Seattle UCSS RFP10.16 SEATTLE BUSINESS TAX REVENUE CONSIDERATION.....................................................................................1710.17 TAXES.............................................................................................................................................................1710.18 INTER-LOCAL PURCHASING AGREEMENTS.....................................................................................................1710.19 EQUAL BENEFITS............................................................................................................................................1710.20 WOMEN AND MINORITY OPPORTUNITIES.......................................................................................................1710.21 PAID SICK TIME AND SAFE TIME ORDINANCE...............................................................................................1810.22 INSURANCE REQUIREMENTS...........................................................................................................................1810.23 EFFECTIVE DATES OF OFFER..........................................................................................................................1810.24 PROPRIETARY MATERIALS..............................................................................................................................18

10.24.1 Marking Your Records Exempt from Disclosure (Protected, Confidential, or Proprietary)....................1810.24.2 Requesting Disclosure of Public Records.................................................................................................19

10.25 COST OF PREPARING PROPOSALS...................................................................................................................1910.26 READABILITY..................................................................................................................................................1910.27 PROPOSERS RESPONSIBILITY..........................................................................................................................2010.28 CHANGES IN PROPOSALS................................................................................................................................2010.29 PROPOSER RESPONSIBILITY TO PROVIDE FULL RESPONSE.............................................................................2010.30 ERRORS IN PROPOSALS...................................................................................................................................2010.31 WITHDRAWAL OF PROPOSAL..........................................................................................................................2010.32 REJECTION OF PROPOSALS, RIGHT TO CANCEL..............................................................................................2010.33 INCORPORATION OF RFP AND PROPOSAL IN CONTRACT...............................................................................2010.34 NON-ENDORSEMENT AND PUBLICITY.............................................................................................................2010.35 PROPOSAL DISPOSITION..................................................................................................................................2110.36 ETHICS CODE..................................................................................................................................................21

10.36.1 No Gifts and Gratuities.............................................................................................................................2110.36.2 Involvement of Current and Former City Employees................................................................................2110.36.3 Contract Workers with more than 1,000 Hours........................................................................................2110.36.4 No Conflict of Interest...............................................................................................................................2110.36.5 Campaign Contributions (Initiative Measure No. 122)............................................................................21

10.37 REGISTRATION INTO CITY ONLINE BUSINESS DIRECTORY............................................................................2210.38 PROHIBITED CONTACTS..................................................................................................................................22

11. PROPOSAL FORMAT AND ORGANIZATION.............................................................................................22

11.1 GENERAL INSTRUCTIONS....................................................................................................................................2211.2 PREFERRED PAPER AND BINDING.......................................................................................................................2211.3 PROPOSAL FORMAT.............................................................................................................................................23

11.3.1 Cover Letter (Optional).............................................................................................................................2311.3.2 Legal Name Verification (Optional)..........................................................................................................2311.3.3 Vendor Questionnaire...............................................................................................................................2311.3.4 Inclusion Plan............................................................................................................................................2311.3.5 Minimum Qualifications for Part A and Part B Responses......................................................................2311.3.6 Management Response (Management, Project Organization and Project Plan).....................................2411.3.7 Pricing Response for Part A, Part B, and Parts A + B (See tabs for each Response)..............................2411.3.8 Business Requirements Response..............................................................................................................2411.3.9 Technical Requirements Response............................................................................................................2411.3.10 Systems Architecture & Technical Information Response........................................................................2411.3.11 Functional Specs and User Experience Response.....................................................................................2511.3.12 Change Management and Business Process Redesign Response.............................................................2511.3.13 View Usage Response – Part B Only........................................................................................................2511.3.14 Acceptance & Exceptions to City Contract...............................................................................................25

11.4 SUBMITTAL CHECKLIST......................................................................................................................................26

12. EVALUATION PROCESS..................................................................................................................................26

12.1 ROUND 1: MINIMUM QUALIFICATIONS AND RESPONSIVENESS.........................................................................2612.2 ROUND 2 – PROPOSER RESPONSE SCORING AND REFERENCES..........................................................................26

12.2.1 Table 4 – Round 2 Scoring Part A & B.....................................................................................................2712.2.2 Round 2 – References................................................................................................................................27

12.3 ROUND 3 – DEMONSTRATIONS/INTERVIEWS.......................................................................................................2712.3.1 Table 5 – Round 3 Scoring........................................................................................................................28

12.4 ROUND 4 – SITE VISIT........................................................................................................................................2812.5 ROUND 5 – FIT AND GAP....................................................................................................................................28

City of Seattle UCSS RFP12.6 REPEAT OF EVALUATION STEPS..........................................................................................................................2812.7 POINTS OF CLARIFICATION..................................................................................................................................2812.8 AWARD CRITERIA IN THE EVENT OF A TIE.........................................................................................................28

13. AWARD AND CONTRACT EXECUTION INSTRUCTIONS.......................................................................29

13.1 PROTESTS AND COMPLAINTS..............................................................................................................................2913.2 LIMITED DEBRIEFS TO PROPOSERS.....................................................................................................................2913.3 INSTRUCTIONS TO THE APPARENTLY SUCCESSFUL PROPOSER(S).......................................................................2913.4 CHECKLIST OF FINAL SUBMITTALS PRIOR TO AWARD.......................................................................................2913.5 TAXPAYER IDENTIFICATION NUMBER AND W-9.................................................................................................30

14. ATTACHMENTS.................................................................................................................................................30

14.1 ATTACHMENT #1 – INSURANCE REQUIREMENTS................................................................................................3014.2 ATTACHMENT #2 – CONTRACT & TERMS AND CONDITIONS..............................................................................30

15. GLOSSARY...........................................................................................................................................................31


1. Introduction

The City is interested in soliciting proposals from qualified Utility Customer Self Service Portal (UCSS) commercial off-the shelf application vendors, application development and integration firms to serve as the primary responsible party to provide Software Development and Integration services including but not limited to user experience visualization and implementation, Oracle CCB and MDM integration, KUBRA/Equifax integration and overall change management. The City is interested in forward looking solutions to meet their current needs for a UCSS Portal and adapt to future needs by offering other like services over the life of the contract.The proposal is structured in 2 parts (A and B):

Part A – this is the proposal for all Portal functionality except the View Usage components of the portal

Part B – this is the proposal for the View Usage components including requirements that would, if needed, allow the solution to be implemented independently of Part A

The City is hoping to contact with a single Vendor for a complete solution and encourage Vendors to bid on both Part A and B, but the City will also accept proposals from vendors for only Part A or only Part B. Recognizing there may be some economies by using a single Prime Vendor for both A and B. The forms within this RFP are identified as Part A or Part B to simplify the process. In many cases these are the same forms (noted). The vendor should take care to complete the checkbox on the form for all that apply (i.e. A and/or B).

The City is open to considering solutions that are SaaS cloud based, On-Premises or combinations of these and reserves the right to award to the highest ranked solution and application(s) (Complete or Single) that best meets the City’s needs.

2. Purpose

This RFP solicits proposals from qualified Utility Customer Self Service Portal commercial off-the shelf application vendors, application development and integration firms to serve as the primary responsible party to provide software product implementation, software development and integration services including but not limited to user experience visualization and implementation, Oracle CCB and MDM integration, City payment processing integration (currently KUBRA), Utility identity verification integration (currently Equifax) and overall change management. The overall system implementation services required are outlined in the Scope of Work section included herein. The final scope, cost, and timing will be defined in detail in the Statement of Work modifications as a part of the contract negotiation process.

The preferred implementation period will be between 12 to 18 months. Proposers are encouraged to provide the project schedule proposals as outlined in the SOW. The City is interested in iterative implementation options as it would like to be able to meet Customer needs as soon as possible.

Title: Utilities Customer Self Service Portal Page: 5 of 33 Subject: UCSS Portal RFP Revision: 6Project: UCSS RFP No. SPU-4540 Status: FINAL Date: 13-Aug-18

City of Seattle UCSS RFP3. Background

The City of Seattle IT (“City IT”) department in conjunction with Seattle City Light (“SCL”) and Seattle Public Utilities (“SPU”) are interested in the implementation of a UCSS portal.The UCSS will interact with the Utility Customer Information System which consists of the Oracle suite of Utility products: Customer Care & Billing (CC&B), Meter Data Management (MDM), and Oracle Identity Management (OIM). The City is also implementing Oracle IDCS for single-sign on and the UCSS will utilize this for authentication.Seattle Public Utilities (“SPU”) and Seattle City Light (“SCL”) require an integrated approach to customer communication and engagement to present a ‘one stop’ service for City utility services. This project is viewed as one facet of an over-arching strategy of ongoing improvement of the customer experience leading to increased satisfaction from effective customer interaction and service.

3.1.1 Seattle City Light Background

SCL, which was established in 1910 by the City, is managed by Seattle’s Mayor and overseen by the nine-person Seattle City Council. It is the seventh largest publicly owned utility in the United States in terms of customers served. It owns significant hydroelectric resources and its 131 square mile service area includes Seattle and several surrounding cities. SCL serves over 345,000 customers and has annual revenues in excess of $700 million.

3.1.2 Seattle Public Utilities Background

SPU is a City-owned utility that provides drinking water, wastewater, drainage, and solid waste services to the City of Seattle, as well as wholesale water sales to surrounding communities. SPU directly serves 190,000 drinking water customers, 174,000 wastewater customers, 225,000 drainage customers, and 168,000 solid waste customers. There are 1.37 million people living in areas receiving SPU drinking water. SPU has annual revenues in excess of $700 million.

3.1.3 CIS Background

The current Oracle CIS suite was implemented in 2016 the application has customization in some areas. The City is currently undertaking an upgrade project that will result in updating various modules to the most current version as below:

Component Current Version Target VersionCustomer Care and Billing (CCB) 2.4 SP2 2.6Meter Data Management (MDM) 2.1 SP2 2.2Smart Grid Gateway (SGG) 2.1 SP2 2.2Customer Self Service (OUCSS) 2.1 2.2 SOA Suite 11g 12cWebLogic Server 11g 12cDatabase 11g 12cServer T5 T7

Utility billing is performed separately for the two City Departments (SCL and SPU). Most residential customers are billed bi-monthly and commercial and industrial customers receive monthly billing. Solid waste customers are currently billed in advance and Electric, Water and Sewer are billed based on usage.


City of Seattle UCSS RFP4. Objectives

The City expects that the UCSS Solution implementation will meet the following objectives:

4.1 Improved Customer ExperienceThe City expects project implementation results to ensure that utility customers experience an easier, more efficient and effective utility interaction. The Customer will be able to conduct Utility business for Moves, Payment related activities, Solid Waste related activities, General Account Management, Escrow Agent activities, Landlord/Property Manager and other similar activities online. The City is interested in forward looking approaches to Customer Interaction.

4.2 Customer Experience FlexibilityThe customer can access the self-service portal in many ways (mobile, tablet, PC) and have a consistent experience (responsive) in a manner that is Americans with Disabilities Act (ADA) compliant.

4.3 Single Sign-on AccessAreas that require a login are enabled though a single sign-on approach that is managed by a separate City project using Oracle’s IDCS.

4.4 Detailed Business Objectives Integration of the Customer Information System with customer processes to eliminate the manual

processing which currently occurs. Reducing customer calls to the Contact Center related to moves, payment, solid waste, account

management, escrow and other activities. The highest volume of calls is for moves and transfers. Empowering customers to manage their accounts real time, through automated processes,

eliminating the current process via e-mails, mail and fax which are manually processed. This will reduce the call volumes for customer inquiries and changes to customer accounts.

Improve the current Certified Escrow Agent process to aid in conducting certain services for their clients such as look up property and accounts, receive an estimate of a utility bill or closing utility bill

Support the needs of Landlords/Property Managers in enabling the effective management of their Utility Accounts

Enabling customers to proactively obtain information about their energy and water usage and how to decrease their bill. This ability to see their usage information may also decrease calls when bills seem to be higher than expected.

Growing service capacity through implementing self-service functionality. The number of accounts, and the number of customers, is increasing due to Seattle growth, which also increases the call volume. To grow service capacity, self-service functionality needs to be implemented.

Reducing customer call abandonment. The call abandonment rate is high during peak periods and the ability to go on-line offers an option for customers that wish to do their transactions on-line lowering the call backlog

By providing web analytics abilities, the Utilities will be able to track access patterns and assure that users are moving through the system as intended.

The high availability of a self-service portal gives the Customer a way to meet their needs when the Call Center is not open.



Allow an Utility Account Representative (UAR) the ability to view a customer’s data using the same UX as the customer (‘Co-browsing’) to enable him/her to provide assistance in a more effective and efficient manner.

4.5 Prime Contractor ApproachThe City intends to award to the highest ranked Proposer that will assume financial and legal responsibility for the contract which will cover implementation, stabilization and operations and maintenance. Proposals that include multiple Proposers must clearly identify one Proposer as the “prime contractor” and all others as subcontractors.

4.6 Minimum Qualifications The following are minimum qualifications and licensing requirements that the Proposer must meet in order for their proposal submittal to be eligible for evaluation.

4.6.1 Part A Proposals1. Prime contractor or a prime’s subcontractor(s), must have demonstrably implemented two integration projects with Oracle CC&B and MDM in the last ten years, with volumes and service types similar to those required by the City for this contract.2. Prime contractor or a prime’s subcontractor(s), must have demonstrably implemented two Customer Service Portal implementations in the last five years, with volumes and features similar to those required by the City for this contract.

4.6.2 Part B Proposals 1. Prime contractor or a prime’s subcontractor(s), must have demonstrably implemented two integration projects with Oracle CC&B and MDM in the last ten years, with volumes and service types similar to those required by the City for this contract.2. Prime contractor or a prime’s subcontractor(s), must have demonstrably implemented two View Usage implementations that were part of Customer Service Portal implementations in the last five years, with volumes and features similar to those required by the City for this contract.

5. Mandatory Business and Technical Requirements

Please review the instructions tab for both the Business and Technical Requirements before proposing. Pay special attention to “elimination” clauses and requirement matrices that must be used when completing your response.

5.1 Business RequirementsSee Business Requirement Response forms in Section 11.3.8

5.1.1 Requirement Categories

The requirements have been grouped into the following categories:o Account Managemento Generalo Moveso Solid Wasteo Payment Relatedo Escrow



o Notificationso View Usageo Co-Browsing

5.1.2 Business Requirements Part A & B

Business Requirements are prioritized using the MoSCoW method which include:o ‘Must Have’ (In Scope); o ‘Should Have’ (In Scope); o ‘Could Have’ (Out of Scope – but estimate required as well as assurance that the proposed

architecture supports the requirement)o ‘Won’t Have’ (Out of Scope assurance that the proposed architecture supports the

requirement and Vendor’s option for an estimate)NOTE: It is intentional that there is some overlap of requirements between Part A and B in areas such as General, Co-Browsing, Notifications and Account Management

5.2 Technical RequirementsSee Technical Requirement Response forms in Section 11.3.9

5.2.1 Technical Assumptions

1. It is the intent of the City to support proposals that rely on Out of the Box (OOB) solutions as much as possible. The Vendor is to comment on what is and is not OOB and any constraints of going with an OOB solution

2. It is the intent of the City that the system architecture and UCSS itself should be ‘forward looking’. Solutions that display a forward-looking approach to Customer interaction are favorable

3. It can be assumed by the Vendor that the username in KUBRA (or other City payment processing system) will be acceptable to Oracle IDCS, the City’s Single Sign-On Solution

4. City Staff will provide access to environments for Vendor teams as appropriate and vice versa 5. The City will provide test data for development verification and Unit Test

6. The Vendor and the City will jointly agree on the target platforms and versions for Customers in the following areas: Web Browser, Mobile Browser, Tablet

7. Licensing of new software modules required to complete the project will be identified by the Vendor with sufficient advanced notice so that procurement by the City will not impede progress on any phase of the project

8. For ‘On Premises’ solutions for hardware under the City’s control, the City will be responsible for the acquisition, implementation, maintenance, support, management and operation of all data centers, servers, network infrastructure, communications components, printers, inserters, personnel, monitoring tools/processes and all other hardware components and environments required to support the UCSS Solution.

9. Login, identity verification and password management will be handled via the City Identity Management Single Sign On solution and the Vendor’s solution will interface as per business and technical requirements defined in this RFP.



10. KUBRA, the current City Payment Application, will be upgraded to the mobile responsive version and will support Single Sign On and the Vendor’s solution will interface as per business and technical requirements defined in this RFP.

5.2.2 Technical Requirement CategoriesThe technical requirements have been categorized as follows for ease of use:

o End User Experienceo Identity Managemento Third Party Integrationo Address Validationo Globalizationo Addressing Defectso System Performanceo Disaster Recoveryo Securityo Privacyo Reportingo Other – General

5.2.3 Technical Requirements Part A & B

Technical Requirements are prioritized using the MoSCoW (see definitions) method which include:o ‘Must Have’ (In Scope); o ‘Should Have’ (In Scope); o ‘Could Have’ (Out of Scope – but estimate required as well as assurance that the proposed

architecture supports the requirement)o ‘Won’t Have’ (Out of Scope assurance that the proposed architecture supports the

requirement and Vendor’s option for an estimate)

NOTE: It is intentional that there is some overlap of requirements between Part A and B

6. Minimum Licensing and Business Tax Requirements

This solicitation and resultant contract may require additional licensing as listed below. The Proposer needs to meet all licensing requirements that apply to their business immediately after contract award or the City may reject the Proposer.

Companies must license, report and pay revenue taxes for the Washington State Business License (UBI#) and Seattle Business License, if they are required to hold such a license by the laws of those jurisdictions. The Proposer should carefully consider those costs prior to submitting their offer, as the City will not separately pay or reimburse those costs to the Proposer.

6.1 Seattle Business Licensing and Associated Taxes1. If you have a “physical nexus” in the city, you must obtain a Seattle Business license and pay all taxes

due before the Contract can be signed.



2. A “physical nexus” means that you have physical presence, such as: a building/facility located in Seattle, you make sales trips into Seattle, your own company drives into Seattle for product deliveries, and/or you conduct service work in Seattle (repair, installation, service, maintenance work, on-site consulting, etc.).

3. We provide a Proposer Questionnaire Form in our submittal package items later in this RFP, and it will ask you to specify if you have “physical nexus”.

4. All costs for any licenses, permits and Seattle Business License taxes owed shall be borne by the Proposer and not charged separately to the City.

5. The apparent successful Proposer must immediately obtain the license and ensure all City taxes are current, unless exempted by City Code due to reasons such as no physical nexus. Failure to do so will result in rejection of the bid/proposal.

6. Self-Filing You can pay your license and taxes on-line using a credit card www.seattle.gov/self/ . 7. For Questions and Assistance, call the License and Tax Administration office which issues business

licenses and enforces licensing requirements. The general e-mail is [email protected] . The main phone is 206-684-8484.

8. The licensing website is www.seattle.gov/licenses . 9. If a business has extraordinary balances due on their account that would cause undue hardship to the

business, the business can contact our office to request additional assistance. A cover-sheet providing further explanation, along with the application and instructions for a Seattle Business License is provided below for your convenience.

10. Those holding a City of Seattle Business license may be required to report and pay revenue taxes to the City. Such costs should be carefully considered by the Proposer prior to submitting your offer. When allowed by City ordinance, the City will have the right to retain amounts due at the conclusion of a contract by withholding from final invoice payments.

An application for a Seattle Business License can be found at:

http://www.seattle.gov/Documents/Departments/FAS/Licensing/Seattle-business-license-application.pdf.

6.2 Mandatory State Business Licensing and Associated TaxesBefore the contract is signed, you must provide the City with your State of Washington “Unified Business Identifier” (known as UBI #) and a Contractor License if required. If the State of Washington has exempted your business from State licensing (for example, some foreign companies are exempt and in some cases, the State waives licensing because the company does not have a physical or economic presence in the State), then submit proof of that exemption to the City. All costs for any licenses, permits and associated tax payments due to the State as a result of licensing shall be borne by the Proposer and not charged separately to the City. Instructions and applications are at http://bls.dor.wa.gov/file.aspx .

7. Statement of Work

7.1 Statement of WorkThis Statement of Work (“SOW”) is governed by and subject to the provisions of the Master Service Agreement dated [date] (the “MSA”), the terms of which are incorporated herein, between the City of Seattle (“City”) and [Vendor].


http://bls.dor.wa.gov/file.aspx

http://www.seattle.gov/Documents/Departments/FAS/Licensing/Seattle-business-license-application.pdf

http://www.seattle.gov/licenses

mailto:[email protected]

http://www.seattle.gov/self/


This SOW describes the implementation of a Utility Customer Self-Service Portal (“UCSS”), including those services to be performed by a Vendor (“Services”) and City’s responsibilities in support of those Services.This SOW sets forth the Objectives, Approach, Deliverables, Staffing, and Payment Strategy for the UCSS Project.

8. Independent Contractor and City Space Requirements

The Proposer is working as an independent contractor. Although the City provides responsible contract and project management, such as managing deliverables, schedules, tasks and contract compliance, this is distinguished from a traditional employer-employee function. This contract prohibits Proposer workers from supervising City employees and prohibits Proposer workers from supervision by a City employee. Prohibited supervision tasks include conducting a City of Seattle Employee Performance Evaluation, preparing and/or approving a City of Seattle timesheet, administering employee discipline, and similar supervisory actions.

Contract workers shall not be given City office space unless expressly provided for below, and in no case shall such space be made available for more than 36 months without specific authorization from the City Project Manager. The City expects that at least some portion of the project will require the Proposer workers to be on-site at City offices. This benefits the City to assure access, communications, efficiency, and coordination. Any Proposer worker who is on-site remains, however, a Proposer worker and not a City employee. The Proposer shall ensure no Proposer worker is on-site at a City office for more than 36 months, without specific written authorization from the Project Manager. The Proposer shall notify the City Project Manager if any worker is within 90 days of a 36-month on-site placement in a City office. The City will not charge rent. The Bidder is not asked to itemize this cost. Instead, the Proposer should absorb and incorporate the expectation of such office space within the Proposer plan for the work and costs as appropriate. City workspace is exclusively for the project and not for any other Proposer purpose. The City Project Manager will decide if a City computer, software and/or telephone is needed, and the worker can use basic office equipment such as copy machines. If the Proposer worker does not occupy City workspace as expected, this does not change the contract costs.

9. Background Checks

9.1 Background Checks and Immigrant StatusBackground checks will be required for workers that will be performing the work under this contract. The City has strict policies regarding the use of Background checks, criminal checks, immigrant status, and/or religious affiliation for contract workers. The policies are incorporated into the contract and available for viewing on-line at: http://www.seattle.gov/city-purchasing-and-contracting/social-equity/background-checks


http://www.seattle.gov/city-purchasing-and-contracting/social-equity/background-checks%20

http://www.seattle.gov/city-purchasing-and-contracting/social-equity/background-checks%20

City of Seattle UCSS RFP10. Instructions to Proposers

10.1 Proposal Procedures and ProcessThis chapter details City procedures for directing the RFP process. The City reserves the right in its sole discretion to reject the proposal of any Proposer that fails to comply with any procedure in this chapter.

10.1.1 Communications with the City

All Proposer communications concerning this acquisition shall be directed to the RFP Coordinator. The RFP Coordinator is:

Presley [email protected]

Unless authorized by the RFP Coordinator, no other City official or City employee is empowered to speak for the City with respect to this acquisition. Any Proposer seeking to obtain information, clarification, or interpretations from any other City official or City employee other than the RFP Coordinator is advised that such material is used at the Proposer’s own risk. The City will not be bound by any such information, clarification, or interpretation.

Following the Proposal submittal deadline, Proposers shall not contact the City RFP Coordinator or any other City employee except to respond to a request by the City RFP Coordinator.

Contact by a Proposer regarding this acquisition with a City employee other than the RFP Coordinator or an individual specifically approved by the RFP Coordinator in writing, may be grounds for rejection of the Proposer’s proposal.

10.2 Pre-Proposal ConferenceThe City shall conduct an optional pre-proposal conference on the time and date provided in page 1, in Room 2750 at the Seattle Municipal Tower, 700 5th Avenue, Floor 27, Seattle, WA. Though the City will attempt to answer all questions raised during the pre-proposal conference, the City encourages Proposers to submit questions Proposers would like addressed at the pre-proposal conference to the RFP Coordinator, preferably no later than three (3) days in advance of the pre-proposal conference. This will allow the City to research and prepare helpful answers, and better enable the City to have appropriate City representatives in attendance.Those unable to attend in person may participate via telephone or skype:

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206-386-1200, Conference ID: 244027 844-386-1200, Conference ID: 244027

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Proposers are not required to attend in order to be eligible to submit a proposal. The purpose of the meeting is to answer questions potential Proposers may have regarding the solicitation document and to discuss and clarify any issues. This is an opportunity for Proposers to raise concerns regarding specifications, terms, conditions, and any requirements of this solicitation. Failure to raise concerns over any issues at this opportunity will be a consideration in any protest filed regarding such items that were known as of this pre-proposal conference.

10.3 QuestionsQuestions are to be submitted to the Buyer no later than the date and time on page 1, in order to allow sufficient time for the City Buyer to consider the question before the bids or proposals are due. The City prefers such questions to be through e-mail directed to the City Buyer e-mail address. Failure to request clarification of any inadequacy, omission, or conflict will not relieve the Proposer of any responsibilities under this solicitation or any subsequent contract. It is the responsibility of the interested Proposer to assure that they received responses to Questions if any are issued.

10.4 Changes to RFP/AddendaA change may be made by the City if, in the sole judgment of the City, the change will not compromise the City’s objectives in this acquisition. A change to this RFP will be made by formal written addendum issued by the City’s RFP Coordinator Addenda issued by the City shall become part of this RFP and included as part of the Contract. It is the responsibility of the interested Proposer to assure that they have received Addenda if any are issued.

10.5 Bid BlogThe City Purchasing website offers a place to register for a Blog related to the solicitation. The Blog will provide you automatic announcements and updates when new materials, addenda, or information is posted regarding the solicitation you are interested in. http://www.seattle.gov/city-purchasing-and-contracting/city-purchasing

10.6 Receiving Addenda and/or Question and AnswersThe City will make efforts to provide courtesy notices, reminders, addendums and similar announcements directly to interested Proposers. The City makes this available on the City website and offers an associated bid blog: http://www.seattle.gov/purchasing Notwithstanding efforts by the City to provide such notice to known Proposers, it remains the obligation and responsibility of the Proposer to learn of any addendums, responses, or notices issued by the City. Such efforts by the City to provide notice or to make it available on the website do not relieve the Proposer from the sole obligation for learning of such material. Note that some third-party services decide to independently post City of Seattle bids on their websites as well. The City does not, however, guarantee that such services have accurately provided bidders with all the information published by the City, particularly Addendums or changes to bid date/time.

All Proposals sent to the City shall be considered compliant to all Addendums, with or without specific confirmation from the Proposer that the Addendum was received and incorporated. However, the Buyer can reject the Bid if it does not reasonably appear to have incorporated the Addendum. The Buyer could decide that the Bidder did incorporate the Addendum information, or could determine that the Bidder failed to incorporate the Addendum changes and that the changes were material so that the Buyer must reject the Offer, or the Buyer may determine that the Bidder failed to incorporate the Addendum changes but that the changes were not material and therefore the Bid may continue to be accepted by the Buyer.


http://www.seattle.gov/purchasing

http://www.seattle.gov/city-purchasing-and-contracting/city-purchasing


10.7 Proposal Submittal Instructions Proposals must be received no later than the date and time specified on the Solicitation Schedule or

as otherwise amended. Fax, e-mail and CD copies will not be an alternative to the hard copy. If a CD, fax or e-mail version is

delivered to the City, the hard copy will be the only official version accepted by the City.

10.8 Proposal Delivery Instructionsa) The Submittal may be hand-delivered or must otherwise be received by the Buyer at the address

provided below, by the submittal deadline. Please note that delivery errors will result without careful attention to the proper address.

TABLE 2 –PROPOSAL DELIVERY ADDRESS

Physical Address (courier) Mailing Address (For U.S. Postal Service mail)City Purchasing and Contracting Services Div.Seattle Municipal Tower700 Fifth Ave Ste 4112Seattle, WA 98104-5042Attention: Presley PalmerRe: RFP SPU-4540 - UCSS Portal Solution Implementation

City Purchasing and Contracting Services Div.Seattle Municipal TowerP.O. Box 94687Seattle, WA 98124-4687Attention: Presley PalmerRe: RFP SPU-4540 - UCSS Portal Solution Implementation

b) Hard-copy responses should be in a sealed box or envelope clearly marked and addressed with the PCSD Buyer Name, RFP title and number. Submittals and their packaging (boxes or envelopes) should be clearly marked with the name and address of the Proposer.

c) If packages are not clearly marked, the Proposer has all risks of the package being misplaced and not properly delivered.

10.8.1 Late Submittals The submitter has full responsibility to ensure the response arrives at City Purchasing within the deadline. A submittal after the time fixed for receipt will not be accepted unless the lateness is waived by the City as immaterial based upon a specific fact-based review. Responses arriving after the deadline may be returned unopened to the Proposer, or the City may accept the package and make a determination as to lateness.

10.9 No Reading of PricesThe City of Seattle does not conduct a bid opening for RFP responses. The City requests that companies refrain from requesting proposal information concerning other respondents until an intention to award is announced, as a measure to best protect the solicitation process, particularly in the event of a cancellation or re-solicitation. With this preference stated, the City shall continue to properly fulfill all public disclosure requests for such information, as required by State Law.

10.10 Offer and Proposal FormProposer shall provide the response in the format required herein and on any forms provided by the City herein. Provide unit prices if appropriate and requested by the City and attach pages if needed. In the case of difference between the unit pricing and the extended price, the City shall use the unit pricing. The City may correct the extended price accordingly. Proposer shall quote prices with freight prepaid and allowed. Proposer shall quote prices FOB Destination. All prices shall be in US Dollars.



10.11 No Best and Final OfferThe City reserves the right to make an award without further discussion of the responses submitted; i.e. there will be no best and final offer procedure associated with selecting the Apparently Successful Proposer. Therefore, Proposer’s Response should be submitted on the most favorable terms that Proposer can offer.

10.12 Contract Terms and ConditionsThe contract that has been adopted for the City Technology projects is attached and embedded on the last page of this RFP Solicitation. Proposers are responsible to review all specifications, requirements, Terms and Conditions, insurance requirements, and other requirements herein. To be responsive, Proposers must be prepared to enter into a Contract substantially the same as the attached Contract. The Proposer’s failure to execute a Contract substantially the same as the attached Contract may result in disqualification for future solicitations for this same or similar products/services.

Submittal of a proposal is agreement to this condition. Proposers are to price and submit proposals to reflect all the specifications, requirements, in this RFP and terms and conditions substantially the same as those included in this RFP.Any specific areas of dispute with the attached Contract must be identified in Proposer’s Response and may, at the sole discretion of the City, be grounds for disqualification from further consideration in award of a contract.

Under no circumstances shall a Proposer submit its own standard contract terms and conditions as a response to this solicitation. Instead, Proposer must review and identify the language in the City’s attached Contract that Proposer finds problematic, state the issue, and propose the language or contract modifications Proposer is requesting substantiated by savings and/or benefits to the City. Proposer should keep in mind, when requesting such modifications, that the City is not obligated to accept the requested areas of dispute.

The City may, for informational purposes, request Proposer to submit its licensing and maintenance agreement and subscription agreement (if applicable) with Proposer’s response. However, this should not be construed as the City’s willingness to sign a licensing or maintenance agreement supplied by the Proposer. If the Proposer requires the City to consider otherwise, the Proposer is also to supply this as a requested exception to the Contract and it will be considered in the same manner as other exceptions. The City may consider and may choose to accept some, none, or all contract modifications that the Proposer has submitted with the Proposer’s proposal. Nothing herein prohibits the City, at its sole option, from introducing or modifying contract terms and conditions and negotiating with the highest ranked apparent successful Proposer to align the proposal to City needs, within the objectives of the RFP. The City has significant and critical time frames which frame this initiative, therefore, should such negotiations with the highest ranked, apparent successful Proposer fail to reach agreement in a timely manner as deemed by the City, the City, at its sole discretion, retains the option to terminate negotiations and continue to the next-highest ranked proposal.

10.13 Prohibition on Advance PaymentsNo request for early payment, down payment or partial payment will be honored except for products or services already received. Maintenance subscriptions may be paid in advance provided that should the City terminate early, the amount paid shall be reimbursed to the City on a prorated basis; all other expenses are payable net 30 days after receipt and acceptance of satisfactory compliance.



10.14 Partial and Multiple AwardsUnless stated to the contrary in the Statement of Work, the City reserves the right to name a partial and/or multiple awards, in the best interest of the City. Proposers are to prepare proposals given the City’s right to a partial or multiple awards. Further, the City may eliminate an individual line item when calculating award, in order to best meet the needs of the City, if a particular line item is not routinely available or is a cost that exceeds the City funds.

10.15 Prime ContractorThe City intends to award to the highest ranked Proposer that will assume financial and legal responsibility for the contract. Proposals that include multiple Proposers must clearly identify one Proposer as the “prime contractor” and all others as subcontractors.

10.16 Seattle Business Tax Revenue Consideration SMC 20.60.106 (H) authorizes that in determining the lowest and best bid, the City shall consider the tax revenues derived by the City from its business and occupation, utility, sales and use taxes from the proposed purchase. The City of Seattle’s Business and Occupation Tax rate varies according to business classification. Typically, the rate for services such as consulting and professional services is .00415% and for retail or wholesale sales and associated services, the rate is .00215%. Only Proposers that have a City of Seattle Business License and have an annual gross taxable Seattle income of $100,000 or greater are required to pay Business and Occupation Tax. The City will apply SMC 20.60.106(H) and calculate as necessary to determine the lowest bid price proposal.

10.17 TaxesThe City is exempt from Federal Excise Tax (Certificate of Registry #9173 0099K exempts the City). Washington state and local sales tax will be an added line item although not considered in cost evaluations.

10.18 Inter-local Purchasing AgreementsThis is for information and consent only and shall not be used for evaluation. The City has entered into Interlocal Purchasing Agreements with other governmental agencies, pursuant to RCW 39.34. The seller agrees to sell additional items at the offer prices, terms and conditions, to other eligible governmental agencies that have such agreements with the City. The City of Seattle accepts no responsibility for the payment of the purchase price by other governmental agencies. Should the Proposer require additional pricing for such purchases, the Proposer is to name such additional pricing upon Offer to the City.

10.19 Equal BenefitsSeattle Municipal Code Chapter 20.45 (SMC 20.45) requires consideration of whether bidders provide health and benefits that are the same or equivalent to the domestic partners of employees as to spouses of employees, and of their dependents and family members. The bid package includes a “Proposer Questionnaire” which is the mandatory form on which you make a designation about the status of such benefits. If your company does not comply with Equal Benefits and does not intend to do so, you must still supply the information on the Proposer Questionnaire. Instructions are provided at the back of the Questionnaire.

10.20 Women and Minority Opportunities The City intends to provide the maximum practicable opportunity for successful participation of minority and women owned firms, given that such businesses are underrepresented. The City requires all Proposers agree to SMC Chapter 20.42 and will require proposals with meaningful subcontracting opportunities to also supply a plan for including minority and women owned firms.



A Woman and Minority Inclusion Plan is a mandatory submittal with your RFP response, and is provided for you in the Submittal Instruction section of this RFP document. The City requires all Proposers to submit an Inclusion Plan. Failure to submit a plan will result in rejection of your RFP response. The inclusion plan will be scored as part of the evaluation. The Inclusion Plan is a material part of the contract. Read the Inclusion Plan carefully; it is incorporated into the contract. At City request, Proposers must furnish evidence of compliance, such as copies of agreements with WMBE subcontractors. The plan seeks WMBE business utilization as well as recognizes those companies or respondents that have a unique business purpose for hiring of workers with barriers.

10.21 Paid Sick Time and Safe Time OrdinanceBe aware that the City has a Paid Sick Time and Safe Time ordinance that requires companies to provide employees who work more than 240 hours within a year inside Seattle, with accrued paid sick and paid safe time for use when an employee or a family member needs time off from work due to illness or a critical safety issue. The ordinance applies to employers, regardless of where they are located, with more than four full-time equivalent employees. This is in addition and additive to benefits a worker receives under prevailing wages per WAC 296-127-014(4). City contract specialists may audit payroll records or interview workers as needed to ensure compliance to the ordinance. Please see http://www.sattle.gov/laborstandards , or may call the Office of Labor Standards at 206.684.4500 with questions.

10.22 Insurance RequirementsInsurance requirements presented in the Contract shall prevail. If formal proof of insurance is required to be submitted to the City before execution of the Contract, the City will remind the apparent successful proposer in the Intent to Award letter. The apparent successful proposer must promptly provide such proof of insurance to the City in reply to the Intent to Award Letter. Contracts will not be executed until all required proof of insurance has been received and approved by the City.

Proposers are encouraged to immediately contact their Broker to begin preparation of the required insurance documents, in the event that the Proposer is selected as a finalist. Proposers may elect to provide the requested insurance documents within their Proposal.

10.23 Effective Dates of OfferProposer submittal must remain valid until City completes award. Should any Proposer object to this condition, the Proposer must provide objection through a question and/or complaint to the RFP Coordinator prior to the proposal due date.

10.24 Proprietary MaterialsThe State of Washington’s Public Records Act (Release/Disclosure of Public Records) Under Washington State Law (reference RCW Chapter 42.56, the Public Records Act) all materials received or created by the City of Seattle are considered public records. These records include but are not limited to bid or proposal submittals, agreement documents, contract work product, or other bid material.

The State of Washington’s Public Records Act requires that public records must be promptly disclosed by the City upon request unless that RCW or another Washington State statute specifically exempts records from disclosure. Exemptions are narrow and explicit and are listed in Washington State Law (Reference RCW 42.56 and RCW 19.108).

Bidders/proposers must be familiar with the Washington State Public Records Act and the limits of record disclosure exemptions. For more information, visit the Washington State Legislature’s website at http://www1.leg.wa.gov/LawsAndAgencyRules ).


http://www1.leg.wa.gov/LawsAndAgencyRules

http://www.sattle.gov/laborstandards


If you have any questions about disclosure of the records you submit with your bid, please contact City Purchasing at (206) 684-0444.

10.24.1Marking Your Records Exempt from Disclosure (Protected, Confidential, or Proprietary)

As mentioned above, all City of Seattle offices (“the City”) are required to promptly make public records available upon request. However, under Washington State Law some records or portions of records are considered legally exempt from disclosure and can be withheld. A list and description of records identified as exempt can be found in RCW 42.56 and RCW 19.108.

If you believe any of the records you are submitting to the City as part of your bid/proposal or contract work products, are exempt from disclosure you can request that they not be released before you receive notification. To do so you must complete the City Non-Disclosure Request Form (“the Form”) provided by City Purchasing (see attached Form as part of Proposer Questionnaire), very clearly and specifically identify each record and the exemption(s) that may apply, and submit a copy of your records with the specified exemptions redacted. (If you are awarded a City contract, the same exemption designation will carry forward to the contract records.)The City will not withhold materials from disclosure simply because you mark them with a document header or footer, page stamp, or a generic statement that a document is non-disclosable, exempt, confidential, proprietary, or protected. Do not identify an entire page as exempt unless each sentence is within the exemption scope; instead, identify paragraphs or sentences that meet the specific exemption criteria you cite on the Form. Only the specific records or portions of records properly listed on the Form will be protected and withheld for notice. All other records will be considered fully disclosable upon request.

If the City receives a public disclosure request for any records you have properly and specifically listed on the Form, the City will notify you in writing of the request and will postpone disclosure. While it is not a legal obligation, the City, as a courtesy, will allow you up to ten business days to file a court injunction to prevent the City from releasing the records (reference RCW 42.56.540). If you fail to obtain a Court order within the ten days, the City may release the documents. The City will not assert an exemption from disclosure on your behalf. If you believe a record(s) is exempt from disclosure you are obligated to clearly identify it as such on the Form and submit it with your solicitation. Should a public record request be submitted to City Purchasing for that record(s), you can then seek an injunction under RCW 42.56 to prevent release. By submitting a bid document, the bidder acknowledges this obligation; the proposer also acknowledges that the City will have no obligation or liability to the proposer if the records are disclosed.

10.24.2Requesting Disclosure of Public Records

The City asks bidders and their companies to refrain from requesting public disclosure of bids until an intention to award is announced. This measure is intended to protect the integrity of the solicitation process particularly during the evaluation and selection process or in the event of a cancellation or re-solicitation. With this preference stated, the City will continue to be responsive to all requests for disclosure of public records as required by State Law. If you do wish to make a request for records, please file a request using the City of Seattle’s Public Records Request Center at http://www.seattle.gov/public-records/public-records-request-center.


http://www.seattle.gov/public-records/public-records-request-center


10.25 Cost of Preparing Proposals The City will not be liable for any costs incurred by the Proposer in the preparation and presentation of proposals submitted in response to this RFP including, but not limited to, costs incurred in connection with the Proposer’s participation in demonstrations and the pre-proposal conference.

10.26 Readability Proposers are advised that the City’s ability to evaluate proposals is dependent in part on the Proposer’s ability and willingness to submit proposals which are well ordered, detailed, comprehensive, and readable. Clarity of language and adequate, accessible documentation is essential.

10.27 Proposers Responsibility It is the Proposer responsibility to examine all specifications and conditions thoroughly and comply fully with specifications and all attached terms and conditions. Proposers must comply with all Federal, State, and City laws, ordinances and rules, and meet any and all registration requirements where required for Proposers as set forth in the Washington Revised Statutes.

10.28 Changes in Proposals Prior to the Proposal submittal closing date and time established for this RFP, a Proposer may make changes to its Proposal provided the change is initialed and dated by the Proposer. No change to a Proposal shall be made after the Proposal closing date and time.

10.29 Proposer Responsibility to Provide Full ResponseIt is the Proposer’s responsibility to provide a full and complete written response, which does not require interpretation or clarification by the RFP Coordinator. The Proposer is to provide all requested materials, forms and information. The Proposer is responsible to ensure the materials submitted will properly and accurately reflects the Proposer specifications and offering. During scoring and evaluation (prior to interviews if any), the City will rely upon the submitted materials and shall not accept materials from the Proposer after the RFP deadline; however, this does not limit the right of the City to consider additional information (such as references that are not provided by the Proposer but are known to the City, or past experience by the City in assessing responsibility), or to seek clarifications as needed by the City.

10.30 Errors in ProposalsProposers are responsible for errors and omissions in their proposals. No such error or omission shall diminish the Proposer’s obligations to the City.

10.31 Withdrawal of ProposalA submittal may be withdrawn by written request of the submitter, prior to the quotation closing date and time. After the closing date and time, the submittal may be withdrawn only with permission by the City.

10.32 Rejection of Proposals, Right to CancelThe City reserves the right to reject any or all proposals at any time with no penalty. The City also has the right to waive immaterial defects and minor irregularities in any submitted proposal.

10.33 Incorporation of RFP and Proposal in ContractThis RFP and the Proposer’s response, including all promises, warranties, commitments, and representations made in the successful proposal, shall be binding and incorporated by reference in the City’s contract with the Proposer.



10.34 Non-Endorsement and PublicityIn selecting a Proposer to supply to the City, the City is not endorsing the Proposers products and services or suggesting that they are the best or only solution to the City’s needs. Proposer agrees to make no references to the City or the Department making the purchase, in any literature, promotional materials, brochures, news releases, sales presentation or the like, regardless of method of distribution, without prior review and express written consent of the City RFP Coordinator.The City may use Proposer’s name and logo in promotion of the Contract and other publicity matters relating to the Contract, without royalty. Any such use of Proposer’s logo shall inure to the benefit of Proposer.

10.35 Proposal DispositionAll material submitted in response to this RFP shall become the property of the City upon delivery to the RFP Coordinator.

10.36 Ethics CodePlease familiarize yourself with the new code: http://www.seattle.gov/ethics/etpub/et_home.htm . Attached is a pamphlet for Proposers, Customers and Clients. Specific question should be addressed to the staff of the Seattle Ethics and Elections Commission at 206-684-8500.

10.36.1No Gifts and Gratuities

Proposers shall not directly or indirectly offer anything of value (such as retainers, loans, entertainment, favors, gifts, tickets, trips, favors, bonuses, donations, special discounts, work, or meals) to any City employee, volunteer or official, if it is intended or may appear to a reasonable person to be intended to obtain or give special consideration to the Proposer. An example is giving tickets to a City employee that was on the evaluation team of a bid you plan to submit. The definition of what a “benefit” would be is very broad and could include not only awarding a contract but also the administration of the contract or the evaluation of contract performance. The rule works both ways, as it also prohibits City employees from soliciting items of value from Proposers. Promotional items worth less than $25 may be distributed by the Proposer to City employees if the Proposer uses the items as routine and standard promotions for the business.

10.36.2Involvement of Current and Former City Employees

If a Proposer has any current or former City employees, official or volunteer, working or assisting on solicitation of City business or on completion of an awarded contract, you must provide written notice to City Purchasing of the current or former City official, employee or volunteer’s name. The Proposer Questionnaire within your bid documents prompts you to answer that question. You must continue to update that information to City Purchasing during the full course of the contract. The Proposer is to be aware and familiar with the Ethics Code, and educate Proposer workers accordingly.

10.36.3Contract Workers with more than 1,000 Hours

The Ethics Code has been amended to apply to Proposer company workers that perform more than 1,000 cumulative hours on any City contract during any 12-month period. Any such Proposer company employee covered by the Ethics Code must abide by the City Ethics Code. The Proposer is to be aware and familiar with the Ethics Code, and educate Proposer workers accordingly.


http://www.seattle.gov/ethics/etpub/et_home.htm


10.36.4No Conflict of Interest.

Proposer (including officer, director, trustee, partner or employee) must not have a business interest or a close family or domestic relationship with any City official, officer or employee who was, is, or will be involved in selection, negotiation, drafting, signing, administration or evaluating Proposer performance. The City shall make sole determination as to compliance.

10.36.5Campaign Contributions (Initiative Measure No. 122)

Elected officials and candidates are prohibited from accepting or soliciting campaign contributions from anyone having at least $250,000 in contracts with the City in the last two years or who has paid at least $5,000 in the last 12 months to lobby the City. Please see Initiative 122, or call the Ethics Director with questions. For questions about this measure, contact: Polly Grow, Seattle Ethics and Elections, 206-615-1248 or [email protected]

10.37 Registration into City Online Business DirectoryIf you have not previously completed a one-time registration into the City Online Business Directory, we request you register at: http://www.seattle.gov/html/obd. The City Online Business Directory is used by City staff to locate your contract(s) and identify companies for bid lists on future purchases. Bids are not rejected for failure to register, however, if you are awarded a contract and have not registered, you will be required to register, or you will be added into the system. Women and minority owned firms are asked to self-identify. If you need assistance, please call 206-684-0444.

10.38 Prohibited ContactsProposers shall not interfere in any way to discourage other potential and/or prospective Proposers from proposing or considering a proposal process. Prohibited contacts includes but is not limited to any contact, whether direct or indirect (i.e. in writing, by phone, email or other, and by the Proposer or another person acting on behalf of the Proposer) to a likely firm or individual that may discourage or limit competition. If such activity is evidenced to the satisfaction and in sole discretion of the City Purchasing Manager, the Proposer that initiates such contacts may be rejected from the process.

11. Proposal Format and Organization

11.1 General Instructionsa) Number all pages sequentially. The format should follow closely that requested in this RFPb) The City requires the following when responding to the RFP:

- One (1) original complete with pricing- Ten (10) copies without pricing- One (1) copy of pricing in separate envelope (clearly marked)- One (1) Electronic (flash drive, etc.) - One (1) additional flash drive containing a redacted copy if you believe your proposal contains

records that are exempt under the State of Washington’s Public Records Act.c) All pricing is to be in United States dollars.d) If the City has designated page limits for certain sections of the response. Any pages that exceed

the page limit will be excised from the document for purposes of evaluation.e) Please double-side your submittalf) The City will consider supplemental brochures and materials. Proposers are invited to attach any

brochures or materials that will assist the City in evaluation. The City would prefer electronic version if these supplemental brochures and materials.




11.2 Preferred Paper and BindingThe City requests a particular submittal format, to reduce paper, encourage our recycled product expectations, and reduce package bulk. Bulk from binders and large packages are unwanted. Vinyl plastic products are unwanted. The City also has an environmentally-preferable purchasing commitment and seeks a package format to support the green expectations and initiatives of the City.

a) City seeks and prefers submittals on 100% PCF paper, consistent with City policy and City environmental practices. Such paper is available from Keeney’s Office Supply at 425-285-0541 or Complete Office Solutions at 206-650-9195.

b) Please do not use any plastic or vinyl binders or folders. The City prefers simple, stapled paper copies. If a binder or folder is essential due to the size of your submission, they are to be fully 100% recycled stock. Such binders are also available from Keeney’s Office Supply or Complete Office Solutions.

11.3 Proposal FormatSubmit your proposal in the following format and attachments as follows:

11.3.1 Cover Letter (Optional)

11.3.2 Legal Name Verification (Optional)

Submit a certificate, copy of web-page, or other documentation from the Secretary of State in which you incorporated that shows your legal name as a company. Many companies use a “Doing Business As” name, or a nickname in their daily business. However, the City requires the legal name of your company, as it is legally registered. When preparing all forms below, be sure to use the proper company legal name. Your company’s legal name can be verified through the State Corporation Commission in the state in which you were established, which is often located within the Secretary of State’s Office for each state. http://www.coordinatedlegal.com/SecretaryOfState.html

11.3.3 Vendor Questionnaire

Submittal of the Vendor Questionnaire is mandatory. The Questionnaire includes the Equal Benefits Compliance Declaration and the City Non-Disclosure Request that will allow you to identify any items that you intend to mark as confidential

Note: The Vendor responding to both Part A and Part B only needs one form.

11.3.4 Inclusion Plan

This response is mandatory. The City finds that this Solicitation has the opportunity for significant subcontracting with woman and minority-owned firms, and/or diverse employment.

Note: The Vendor should complete a separate Inclusion Plan for each proposal Part A and for Part B


http://www.coordinatedlegal.com/SecretaryOfState.html


11.3.5 Minimum Qualifications for Part A and Part B Responses

This response is mandatory. The RFP Coordinator may choose to determine minimum qualifications by reading this single document alone, so the submittal should be sufficiently detailed to clearly show how you meet the minimum qualifications without looking at any other material. The attached document lists the minimum qualifications sought by the City and whether they are for Part A, Part B or both Part A + B.

11.3.6 Management Response (Management, Project Organization and Project Plan)

11.3.7 Pricing Response for Part A, Part B, and Parts A + B (See tabs for each Response)

11.3.8 Business Requirements Response

11.3.8.1 Part A

11.3.8.2 Part B

11.3.9 Technical Requirements Response

11.3.9.1 Part A


City of Seattle UCSS RFP11.3.9.2 Part B

11.3.10Systems Architecture & Technical Information Response

11.3.11 Functional Specs and User Experience Response

11.3.12Change Management and Business Process Redesign Response

11.3.13View Usage Response – Part B Only

This response is mandatory and for Part B submittals only.

11.3.14Acceptance & Exceptions to City Contract

Complete the Acceptance Form which confirms acceptance of the City Contract (including Terms & Conditions), and represents complete review as needed by the Proposer. If the Proposer has a legal office that must review contract prior to signature, the Proposer must clearly confirm that such review is complete.

If Proposer desires exceptions to the City Contract, attach the City Contract that shows the alternative contract language (print out a version with your suggested new language clearly displayed in a track changes mode). You must provide the alternative language, and not simply list an exception you wish to discuss. You may attach a narrative of why each change is to the benefit of the City and any financial impact. Also attach any licensing or maintenance agreement supplements.

As stated earlier in the RFP instructions, the City will not allow a Best and Final Offer. The City will review the proposed language and will thereupon either accept or reject the language. The City will then issue a contract for signature reflecting City decisions. Any exceptions or licensing and



maintenance agreements that are unacceptable to the City may be grounds for rejection of the proposal.

11.4 Submittal ChecklistTABLE 3 – SUBMITTAL CHECKLIST Each complete proposal submittal to the City must contain the following for all solutions being proposed:

Item RequiredPart A

RequiredPart B

Cover Letter

Legal Name

Vendor Questionnaire Mandatory Mandatory

Inclusion Plan Mandatory Mandatory

Minimum Qualifications Mandatory Mandatory

Proposed Maintenance Support, Licensing and Subscription Agreement

Management Response (Management, Project Organization and Project Plan) Mandatory Mandatory

Pricing Response Mandatory Mandatory

Business Requirements Response Mandatory Mandatory

Technical Requirements Response Mandatory Mandatory

Systems Architecture and Other Technical Information Response Mandatory Mandatory

Functional Specs and User Experience Response Mandatory Mandatory

Change Management and Business Process Redesign Response Mandatory Mandatory

View Usage Response Not Applicable Mandatory

City Contract Acceptance & Exceptions Mandatory Mandatory

12. Evaluation Process

The evaluation shall be conducted in a multi-tiered approach. Proposals must pass through each step to proceed forward to the next step. Those found non-responsive or scored outside the competitive range, in the opinion of the evaluation team, will not continue forward to the next evaluation round.

12.1 Round 1: Minimum Qualifications and Responsiveness The City’s RFP Coordinator and Project Manager shall first review submittals for initial decisions on responsiveness and responsibility. This will include, but not be limited to proposer’s submittals of the Vendor Questionnaire, Equal Benefits, “Must Have” Requirements, and Minimum Qualifications. Those found responsive and responsible based on this initial review shall proceed to Round 2.



12.2 Round 2 – Proposer Response Scoring and ReferencesThe City will evaluate proposals that successfully pass through the previous Round. The City will evaluate proposals using the criteria below. Responses will be evaluated and ranked. Those proposals that fall within a competitive range for each solution as determined by the City will proceed forward to demonstrations and interviews. The City reserves the right to view each solution (i.e. hosted, on-premise, hybrid) independently in determining which Vendors move on to Round 3 (Demonstrations/Interviews).

12.2.1 Table 4 – Round 2 Scoring Part A & BProposal Scoring PART A

POINTSPART BPOINTS

Management Response 130 100Business Requirements 160 150Technical Requirements 50 40Response: Systems Architecture & Technical Info 200 150Response: Functional Specs and User Experience 140 110Pricing Response 100 100Response: Change Management and Business Process Redesign 120 100View Usage N/A 150Response: Inclusion Plan (10% of total score) 100 100Total 1000 1000

12.2.2 Round 2 – References

During Round 2, the City will contact users of the Proposer’s product and services for references. References will be used on a pass/fail basis. A negative reference may result in rejection of the Proposal as not responsive. Those Proposers receiving a failed reference may be disqualified from consideration. The City may use any former client, whether or not they have been submitted by the Proposer as references, and the City may choose to serve as a reference if the City has had former work or current work performed by the Proposer. Although the City anticipates completing reference checks at this point in the process, the evaluation committee may contact the client references of the Proposers or other sources in addition to those specifically provided by the Proposer, at any time to assist the City in understanding the product.

12.3 Round 3 – Demonstrations/InterviewsThe City, at its sole option, may require that Proposers who remain active and competitive provide a product demonstration in Seattle. Should only a single Proposer remain active and eligible to provide a demonstration, the City shall retain the option to proceed with a Demonstration or may waive this Round. Proposers shall be provided a script and then be scheduled for a full demonstration. If the Demonstration score is not within the competitive range, the City may eliminate the Proposer and discontinue scoring the Proposer for purposes of award.The Proposer will submit to the Buyer a list of names and company affiliations who will be performing the demonstration. Proposers invited are to bring the assigned Project Manager that has been named by the Proposer in the Proposal and should bring other key personnel named in the Proposal. The Proposer shall



not, in any event, bring an individual who does not work for the Proposer or for the Proposer as a subcontractor on this project, without specific advance authorization by the City Buyer.The Proposer should plan for two days on site. Day 1 will be the demonstration(s) and Day 2 interviews with key members of the team; this is an estimated timeline which the City reserves the right to modify if it is determined that a longer or shorter time is sufficient. Vendors will be provided the final timeline when notified to attend.

12.3.1 Table 5 – Round 3 ScoringPoints from the previous Round will not be carried forward. This round is scored independently and will determine the final ranking and the successful proposal (s) for the next Round.

Round 3 Scoring POINTSDemonstration 150Interview 150Total 300

12.4 Round 4 – Site VisitAt the City’s option, City staff may travel to the location of the highest ranked Proposer(s) for an on-site visit and/or to visit identified user site(s) to evaluate real-world use of one or more of the finalist Proposer’s respective solution(s), performance and customer service. The City may elect to visit all top ranked candidates for a site visit, or only those as needed to obtain additional understanding of the Proposer proposal. Such site visits will be used as a reference, on a pass/fail basis. Transportation costs for City staff shall be at the City cost; the City will not reimburse the Proposer for any Proposer costs associated with such visits.

12.5 Round 5 – Fit and GapThe top finalist may be asked by the City to participate in a ‘fit and gap’ process, to evaluate their product with City requirements. Finalist(s) will have access to City data, forms, business processes documentation and additional detail of the City specifications. At the City’s option, the Proposer(s) may be required to submit a revised technical and cost proposal to address gaps. Proposers that participate in this step shall be reimbursed travel and per diem expenses for a team that has been approved in advance by the City. This will be at the City’s standard per diem rates to be provided upon request.

12.6 Repeat of Evaluation StepsIf no Proposer is selected at the conclusion of all the steps, the City may return to any step in the process to repeat the evaluation with those proposals that were active at that step in the process. In such event, the City shall then sequentially step through all remaining steps as if conducting a new evaluation process. The City reserves the right to terminate the process if it decides no proposals meet its requirements.

12.7 Points of ClarificationThroughout the evaluation process, the City reserves the right to seek clarifications from any Proposer.

12.8 Award Criteria in the Event of a TieIn the event that two or more Proposers receive the same Total Score, the contract will be awarded to that Proposer whose response indicates the ability to provide the best overall service and benefit to the City.


City of Seattle UCSS RFP13. Award and Contract Execution Instructions

The City RFP Coordinator intends to provide written notice of the intention to award in a timely manner to all Proposers responding to the Solicitation. Please note, however, that there are time limits on protests to bid results, and Proposers have final responsibility to learn of results in sufficient time for such protests to be filed in a timely manner.

13.1 Protests and ComplaintsThe City has rules to govern the rights and obligations of interested parties that desire to submit a complaint or protest to this RFP process. Please see the City website at http://www.seattle.gov/city-purchasing-and-contracting/solicitation-and-selection-protest-protocols for these rules. Interested parties have the obligation to be aware of and understand these rules, and to seek clarification as necessary from the City.

13.2 Limited Debriefs to ProposersThe City issues results and award decisions to all proposers. The City provides debriefing on a limited basis for the purpose of allowing bidders to understand how they may improve in future bidding opportunities.

13.3 Instructions to the Apparently Successful Proposer(s)The Apparently Successful Proposer(s) will receive an Intention to Award Letter from the RFP Coordinator after award decisions are made by the City. The Letter will include instructions for final submittals that are due prior to execution of the contract or Purchase Order. If the Proposer requested exceptions per the instructions (Section 6), the City will review and select those the City is willing to accept. There will be no discussion on exceptions. After the City reviews Exceptions, the City may identify proposal elements that require further discussion in order to align the proposal and contract fully with City business needs before finalizing the agreement. If so, the City will initiate the discussion and the Proposer is to be prepared to respond quickly in City discussions. The City has provided no more than 15 calendar days to finalize such discussions. If mutual agreement requires more than 15 calendar days, the City may terminate negotiations, reject the Proposer and may disqualify the Proposer from future submittals for these same products/services, and continue to the next highest ranked Proposal, at the sole discretion of the City. The City will send a final agreement package to the Proposer for signature.Once the City has finalized and issued the contract for signature, the Proposer must execute the contract and provide all requested documents within ten (10) business days. This includes attaining a Seattle Business License, payment of associated taxes due, and providing proof of insurance. If the Proposer fails to execute the contract with all documents within the ten (10) day time frame, the City may cancel the award and proceed to the next ranked Proposer or cancel or reissue this solicitation.

Cancellation of an award for failure to execute the Contract as attached may result in Proposer disqualification for future solicitations for this same or similar product/service.

13.4 Checklist of Final Submittals Prior to AwardThe Proposer(s) should anticipate that the Letter will require at least the following. Proposers are encouraged to prepare these documents as soon as possible, to eliminate risks of late compliance:

Ensure Seattle Business License is current and all taxes due have been paid. Ensure the company has a current State of Washington Business License. Supply Evidence of Insurance to the City Insurance Broker if applicable Special Licenses (if any)


http://www.seattle.gov/city-purchasing-and-contracting/solicitation-and-selection-protest-protocols

http://www.seattle.gov/city-purchasing-and-contracting/solicitation-and-selection-protest-protocols


Proof of certified reseller status (if applicable) Supply a Taxpayer Identification Number and W-9 Form

13.5 Taxpayer Identification Number and W-9Unless the apparently successful Proposer has already submitted a fully executed Taxpayer Identification Number and Certification Request Form (W-9) to the City, the apparently successful Proposer must execute and submit this form prior to the contract execution date.

14. Attachments

For convenience, the following documents have been embedded in Icon form within this document. To open, simply double click on Icon.

14.1 Attachment #1 – Insurance Requirements

14.2 Attachment #2 – Contract & Terms and Conditions


City of Seattle UCSS RFP15. Glossary

This is intended to supplement the Glossary of Terms in Appendix C of the UCSS SOW with terms relevant to this RFP

Term Definition

ADA Americans with Disabilities Act (ADA)

AMI Advanced Metering Infrastructure (AMI) refers to systems that measure, collect, and analyze energy usage, and communicate with metering devices such as electricity meters, gas meters, heat meters, and water meters, either on request or on a schedule. These systems include hardware, software, communications, consumer energy displays and controllers, customer associated systems, meter data management software, and supplier business systems

Application Computer software designed to perform a group of coordinated functions, tasks, or activities for the benefit of the user. An application can meet a solution by itself or be included as a component of the solution. (e.g. The identity management application is a component of both Part A and Part B for this RFP)

Bin Bin in this context refers to Seattle Public Utility Collection Bins. These are for Garbage, Food and Yard Waste, Recycle as well as commercial Dumpsters for like items.

CCB or CC&B Oracle software product: Customer Care & Billing

Change Management The activities, events, processes and procedures that are employed for handling organizational transformation from one system environment to another. This relates primarily to people and business processes. The City is also extending the definition to encompass changes that impact the system customers and their behavior

Complete Solution Delivery of both Part A and Part B ‘in scope’ by the Prime Vendor. The City believes that there may be economies of scale in this approach.

Configuration Process of setting up Client’s business rules. Configuration does not require programmatic software changes.

Customization The creation of software code, scripts, and other directives created for enabling project functional requirements in the UCSS Solution.

Defect An error in the design, implementation, performance or execution of a component of the CSS Solution such that the behavior experienced does not conform to the approved documentation

Deliverable An artifact developed as an output to this SOW and for which the Client is responsible for approving.

Development The coding and unit testing of individual customizations, including Interfaces, Enhancements, Cases, and Reports.

End User Personnel who are authorized and enabled by Client to use the UCSS Portal. This can



be both Utility Customers or City staff.

Forward Looking In this statement we are looking for items that anticipate new interaction models and emerging technologies. Some examples of this are bots, chat bots, interactive devices such as Amazon Alexa, et.

High Availability (HA) High Availability means the UCSS Application and supporting infrastructure is designed to ensure an agreed level of operational performance, including uptime and redundancy to maintain service in the event of unplanned UCSS Application component failure and meet agreed upon SLA targets for unplanned outages.

Infrastructure Includes hardware, operating system, network, database and application servers, storage, middleware, and security specific to the UCSS Solution and Oracle or other technologies implemented to support the UCSS Solution.

Interface Passing of data between two separate and distinct systems/applications; can be accomplished via real time or in batch mode.

Iterative Development Approach

In this approach elements of functionality are developed and implemented into production as they are deemed ready and approved. These are them managed in the production environment. The following elements of functionality are then tested against the production whole and moved to production as ready. This ‘iterates’ until the entire feature set is implemented.

MDM Oracle Meter Data Management product

Mobile Responsive Responsive web design (RWD) is an approach to web design that makes web pages render well on a variety of devices and window or screen sizes. Mobile Responsive speaks to the Mobile viewing of Responsive design

MoSCoW Method The MoSCoW method is a prioritization technique used in management, business analysis, project management, and software development to reach a common understanding with stakeholders on the importance they place on the delivery of each requirement; it is also known as MoSCoW prioritization or MoSCoW analysis.

Part A This is a reference to all the UCSS components as defined in the SOW except the View Usage Components

Part A + B The Complete Solution delivery of both Part A and Part B by the Prime Vendor. The City believes that there may be economies of scale in this approach.

Part B This is a reference to the View Usage Components as defined in the UCSS SOW as well as other requirements needed to integrate View Usage into the UCSS Portal, or implement Part B independently of Part A, including Account Management, General, Co-Browsing, Notifications Requirements Categories

Performance Testing This testing will exercise the system to review the system’s performance achievement relative to the Performance Criteria jointly developed by City and Vendor and documented in the Performance Test Plan Deliverable.

Report Reports will be defined as any coded report, query, dashboard, portlet, custom reporting developed or changes to out-of-the-box reports to meet business



requirements.

Responsive Responsive web design (RWD) is an approach to web design that makes web pages render well on a variety of devices and window or screen sizes.

Solid Waste Activities Features including Collection Calendar, Report Missed Collection, Manage Bin Size, Order and/or update Bin Size.

Solution In the context of this RFP the ‘solution’ represents the end-to-end delivery of functionality that meets all of the City’s ‘in scope’ requirements for either Part A or Part B. The Complete Solution refers to the entire Part A + Part B scope.

System Integration Test A test that tests the integrated system by business process including all features and functions implemented, configurations, enhancements, interfaces, custom code developed working together with all associated reports, screens, transactions, and interfaces, and integrated with the manual business processes. System Integration Tests shall also test a variety of scenarios covering different types of customers, accounts, locations, user categories, and dates.

Technical Design Documents that describes in technical terms how an Enhancement or Interface will be developed. These documents when applicable will identify code, data elements, indices that will require changes and detail inputs, outputs, processing, calculations, data names, module names, and other appropriate technical specifications such as security considerations, and restart procedures if appropriate.

Test Script A document that describes what steps and actions are required to test a particular feature or function. The document also describes the specified expected results. Test Scripts are also automated.

To-Be Business Process A document that describes the steps, people, and resources involved in completing specific business activities. The to-be business process documents how the process will be executed in the future project environment.

Unit Test A first-time test of an isolated developed enhancement, interface or report component typically performed by a programmer or architect with limited functional or end-user support

User Acceptance Testing A final testing step prior to go-live. User Acceptance Testing tests all defined major business processes inclusive of the project scope and these items must be completed prior to executing this test. This is the final validation and approval by client to move the new CSS Solution to production.

Warranty The agreed to process and requirements to assure that the product meets business requirements and is performing to expectations

Work Product An artifact developed as an output to this SOW and for which the other party has review responsibility, but approval is not required.
